Lifestyle Concierge

Overall Purpose of the Job

The Lifestyle Concierge will anticipate and manage the lifestyle needs of high and ultra-high net worth customers and act as their primary interface for any lifestyle and concierge services. Customers will engage via an Omni Channel solution where the Lifestyle Concierge is expected to deliver exceptional customer service and unique solutions of superior quality, whilst developing a trusted and connected relationship with customers. The Lifestyle Concierge will be expected to be resourceful and develop relevant solutions to customers by using propriety and other available resources to fulfill requests.

Specific Responsibilities

• Will be expected to build sound knowledge of any customers during interactions, to ensure a personalized interaction and ultimately to stablish a credible rapport
• Strives to leave the customer with a positive customer experience after every contact
• Providing innovative and resourceful solutions and recommendations to all types of requests
• Able to consult and advise customers to assess travel needs and provide accurate and timely information regarding requests.
• Is able to be highly resourceful, solution-oriented show a strong investigative nature
• Is actively seeking for the latest and most updated information relative to lifestyle needs and trends to be able to support the lifestyle needs of affluent customers.
• Provides services as per contractual scope of services and has the creativity to supplement a “no” with credible alternative solutions.
• Initiates outbound calls in compliance

Required Work Experience

• 2+ years concierge/customer service experience in the travel/tourism, hospitality, retail, hotel/guest services preferred
• Leisure travel experience preferred
o Experienced in leisure travel as well as exposure to Online Booking Tool (GDS and e-travelling or ticketing)
o Understands major hotel chains, car rental, cruises and airlines
o Familiar with travel industry terminology and jargon (‘single’, ‘return’, ‘open jaw’, multi sector)
o Have experience in sourcing of tickets, hotels, itineraries and packages
o Personal travel experience is an added advantage